ServiceNow is a Leader in Digital Process Automation Software

I’m excited to announce that ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2023. We credit this acknowledgement to our performance and strategy in governance, end-to-end orchestration, and AI.

Additionally, we believe this recognition is made possible by the unwavering support of our customers, their innovative use of the Now Platform, and their valuable feedback shared with analysts.

According to the report, “ServiceNow scores high on strategy, and planned enhancements leverage its platform strengths...” We scored a full 5.0 out of 5.0 in four criteria within the digital process automation (DPA) strategy category: innovation, roadmap, partner ecosystem, and adoption. We had the highest scores possible in nine criteria total.

To us, the results further validate our strategy of providing customers with a comprehensive platform for intelligent automation while embracing third-party integration for a more complete view of return on automation investment.

End-to-end orchestration

Many organizations have dozens of automation tools scattered across their IT estate. This results in fragmented operational visibility, limited cross-team alignment, and inconsistent return-on-investment (ROI) calculations.

The tools remain disconnected from each other and ultimately undermine a successful end-to-end orchestration approach. According to the Forrester report, “DPA customers should look for providers that have top scores for the most important DPA deep needs, such as end-to-end orchestration.”

At ServiceNow, we understand the importance of an end-to-end orchestration of processes. We believe our platform is unique in its ability to empower customers with their automation goals for today and tomorrow.

The Now Platform serves as a central engagement layer for modern and legacy systems through out-of-the-box and customizable API and robotic process automation (RPA) solutions. Importantly, with ServiceNow’s commitment to governance standards, developers can craft automations within the framework of their company’s data model and security policies.

The Automation Center capability provides a unified and vendor-agnostic view of all workflow automations. Here, developers can create and improve existing automations and measure their ROI.

Generative AI

For ServiceNow, “strong integration, security, and AI capabilities are evident,” as recognized in the Forrester report. For years, we’ve provided AI technologies that are fit for purpose, such as Document Intelligence and Process Mining. This evolution has taken a massive leap forward with the advent of generative AI capabilities in Now Assist.

Why does a generative AI tool matter in an automation strategy? Generative AI is particularly adept at organizing unstructured data into useful information. But to transform an enterprise, generative AI needs automation to make that information truly effective.

Because the Now Platform, complete with simplified third-party integration, operates end to end for workflow automation, users can marry the power of taking action with the productivity of generative AI.

Looking forward

We remain dedicated to our end-to-end platform approach and are deeply committed to continuing to innovate in automation and AI. We believe by continuously enhancing our solutions, our customers will fully realize the benefits of automation, AI, and digital transformation.

In closing, I’d like to thank our customers for their partnership, feedback, and innovative thinking. I’d also like to thank Forrester and the broader analyst committee for their continued input. While the momentum around our generative AI capabilities and our end-to-end platform approach to intelligent automation is exciting, the best is yet to come for our customers.

Find out more about how ServiceNow helps organizations manage and monitor the entire hyperautomation landscape on a single platform.